Intake Coordinator; Coordinator

The Auditor’s Office is seeking a thoughtful, service-oriented Intake Coordinator to help community members access Ombudsman services and navigate concerns about City government. Based in the Ombudsman’s Office, this position tracks incoming inquiries, supports complaint intake and referrals, maintains case information, and assists with communications and outreach. The coordinator also provides office wide customer service for the Auditor’s Office. This position is new to the Auditor’s Office and has initially been created as a limited term, 2-year position with the intent to make it a permanent position.

The Auditor is an elected position, independent of City Council and accountable only to the public. The Auditor’s Office ensures open and accountable government by providing impartial reviews and investigations, access to public information, and services to City government and the public. It employs nearly 50 people across seven divisions.

This position reports directly to the City Ombudsman and supports a team that investigates and informally resolves complaints about City services and promotes fairness, equity, and accountability in City government. Working within established guidelines, the coordinator conducts complaint intake, assists with straightforward complaint resolution or referral, and provides administrative, outreach/communications, and research support. The position refers complaints requiring evaluation or investigation to the Ombudsman team.

Responsibilities of the Intake Coordinator include:

• Tracking incoming complaints;
• Conducting complaint intake interviews, documenting concerns, and explaining Ombudsman services and procedures;
• Assisting with straightforward complaint resolution or referral within established guidelines and forwarding complaints requiring further evaluation to the Ombudsman team;
• Maintaining accurate case records in Salesforce and obtaining case data for analysis and reporting;
• Answering the Auditor’s Office main phone line and shared email inboxes, responding to routine questions, and connecting people with appropriate services;
• Identifying opportunities for and supporting community outreach to increase awareness of and access to Ombudsman services;
• Drafting communications, formatting and proofreading reports, and supporting office wide newsletters and email communications;
• Coordinating meetings, calendars, and event logistics; and
• Researching information to support team investigations or to support process improvements for the ombudsman function.

Successful candidates will have:

• Experience providing efficient and compassionate customer service, assisting with intake or referrals, or helping people navigate services and resolve concerns, including individuals in distress;
• Expertise in culturally competent, cross-cultural, and accessible communication;
• Sound judgment in following established guidelines, protecting confidential information, and recognizing when to seek guidance;
• Strong organizational skills and attention to detail in maintaining records, coordinating activities, and managing competing tasks;
• The ability to draft, proofread, and format clear, accessible communications and learn tools such as Salesforce and Gov Delivery;
• A collaborative approach to supporting colleagues, gathering information, and working with community partners; and
• A commitment to government accountability and transparency.

The Auditor’s Office values a diverse workforce and a culture of equity and inclusion in delivering public services and everyday interactions in the workplace. The Office encourages candidates with experience working with a broad range of individuals and diverse communities to apply.

Candidates must have, at a minimum, any combination of…